Every review we hold for the Falmouth office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleI wouldn’t even give this agency one star, as they seem to think students are easy targets to scam. My daughter and two of her friends rented a place from them last year, and it was in an awful condition. When we received the keys, the house was dirty from top to bottom, the toilet even had human waste in it. The bathroom was mouldy, and the kitchen counter, cooker, and extractor fan were greasy. There were also significant damp issues in the living room.
We took photos and contacted Townsend before the girls actually moved in. In response, Townsend told my daughter and her friends that the house had been professionally cleaned, but when we came back, we saw that very little had changed. My daughter and her friends ended up cleaning the property themselves just to make it liveable. We even had to purchase a new lampshade for my daughter’s room because the old one was covered in dust, and she suffers from allergies.The damp issue in the living room was never resolved, but the girls made the house more livable and turned it into a home.
We noticed that whenever a problem with the property arose, despite many email conversations, Townsend were very reluctant to act and their responses were extremely slow. For example, the garden fence fell down in November 2024, and the next-door neighbour was very aggressive about it. Yet, Townsend couldn’t get anyone to fix it before January 2025.
When the girls decided to move into different accommodation, they left the property much cleaner than it had been when they received it. They expected to receive the deposit within 8 days of returning the keys to Townsend. However, Townsend came up with an excuse, claiming to have found crumbs on the kitchen counter and a single strand of hair, and told the girls they would each be charged £90 for professional cleaning.
When we shared the before-and-after photos, Townsend still insisted on charging the amount and is continuing to withhold the deposit to this day. After reading some of the other reviews here, it’s clear that they particularly target students and impose extortionate cleaning charges with no evidence to justify them.
Furthermore, the check-in and check-out reports of the property are not comparable, as the former report is very general whilst the latter was very specific. For Townsend to use photos of dirty areas at check out as proof that the property had been left in a worse condition to when the tenants moved in, they would need to show the same area spotless, at check in - no such photos exist. The unclean areas indicated at check out will have been in this state since before the tenancy started.
Further to Townsend's rebuttal, I have included some of the original photos taken immediately after the "professional" cleaning.
A.T · 6 August 2025
Agent replied · 15 January 2026
Update: Dear A Norton, We will not post photos on here of the checkout for your daughters property as we would not want to invade her privacy and to do so would be petty and unnecessary . The photos you have posted were taken before the cleaners immediately re-attended to address the issues found on the first day of the tenancy. They apologised as they missed some things and they rectified it.
We can confirm that this end of tenancy deposit dispute was taken through the deposit dispute process via My Deposits using their alternative dispute resolution process and they agreed with us that further cleaning was needed and they awarded a deduction for cleaning.
We wish your daughter all the best for the future.
I have read your review and I am aware of the property you daughter was renting through us. I am sorry to hear that you feel this way as I can ensure you we certainly do not 'scam' tenants at the end of their tenancy and do want to ensure that any deposit deductions and fair and reasonable.
When the tenancy started, it was reported that further cleaning was required. You contacted us to report this and we asked a professional cleaning company to attend and property and clean through as necessary, which they did. This was done at the landlords expense and this then set the level of cleanliness for the tenants to return the property to the landlord.
When we return a deposit to tenants, we have a check out report carried out. The check out report mentions cleaning issues throughout the property. Some examples of this include dusty skirting boards, light shades and radiators, unclean floors, appliances and furniture and greasy kitchen cupboard doors. We also found when moving beds away from the walls that no cleaning had been carried out behind the beds. As the property was cleaned for the tenants when they moved in and further cleaning was required after the tenancy, a deduction was proposed. The proposed deduction is a contribution towards the total cleaning invoice for the property. The deposit is held by the deposit scheme, not Townsends and the scheme rules are followed by Townsends.
Regarding maintenance issues, when the tenants reported any issues in the property the Landlord was contacted in the first instance in a timely manner. As the Landlord carries out the majority of works themselves, Townsends are not permitted to send contractors out until either the Landlord advises that they will attend or they instruct us to ask a third party contractor to attend. The tenants were always kept updated on works and the timeframe, and notified of Landlord or contractor visits. I can also assure you that emails and phone calls received by the tenants were responded to by Townsends quickly, so we strongly refute your claims that Townsends were 'reluctant to act and their responses were extremely slow'; this is simply not the case and it is not how Townsends operate. The issues reported at the start of the tenancy were quickly addressed, whilst providing the tenants with confirmation that these had been passed onto the Landlord along with updates on how they were to be dealt with.
In relation to your point about the fence; this was first reported to us on 25th November with the works being completed by the 16th January. This is not an untimely manner for non-urgent works to be carried out, especially given the time of year and that contractors generally have very busy schedules.
★★★★★ 5/5
GoogleBuying my first home was a big step, and I’m so grateful to Townsends, especially Jodie C., for making it a smooth and positive experience. From my initial enquiry, Jodie was quick to respond and attentive to the process. She helped me navigate leasehold blockers, guided me through home insurance, and was transparent about the property’s condition. She also supported me through final steps like account transfers. Her calm and helpful nature made all the difference. Highly recommended.
Anu · 29 April 2025
Agent replied · 15 January 2026
Thank you Anu for this lovely review. We hope you are happy in your home.
★★★★★ 1/5
GoogleMy friends and I rented a student property from Townsend for the academic year 2021/22. We have been very disappointed with their treatment of us. Reported issues take weeks/months to be fixed, which would be understandable is they had a system that reflected problems in priority order but instead fix minor aesthetic issues while we were left with a broken washing machine for 4 weeks, a broken shower for 9 weeks and numerous other issues with key appliances. It was only after multiple phone calls and emails from multiple house members that our issues were logged let alone fixed. At the beginning of our tenancy we reported faults with the house from the previous tenants and we were told our oven was broken, a few days later someone came to clean the oven and we told the cleaner that it was broken so not to clean it. Townsend then sent the cleaning lady back after telling her that we had lied about the oven and that they had no idea why we thought it was broken. The staff don’t seem to note down problems or communicate with each other and then when we called again to follow up, they claim not to know anything about it. Perhaps this is genuine incompetence or more likely just unorganised staff who couldn’t care less. They are always very polite but this is no constellation as they manage to blame contractors or landlords for every issue that is brought up. There is no accountability for any problem. Other students have had similar issues to us but it seems to be justified each time by saying that this is simply the student experience. If this is the student experience we should be paying student discounted prices rather than £2500 a month. Another ongoing issue that we have faced with Townsend is them giving house keys to contractors without first telling us. On multiple occasions we have woken up to unknown men in our house and panicked before them telling us who they were and why they were in our kitchen. This was reported to Townsend who apologised and said it wouldn’t happen again. Despite our complaints on multiple occasions, strangers still let themselves in throughout the year. We also reported mould multiple times and were told to just clean it off the wall. Students are treated very poorly and aren’t taken seriously simply because we are students. Would not recommend this service to anyone hoping for a relaxed and comfortable tenancy.
Alice · 30 March 2023
Agent replied · 31 May 2023
Thank you for your review.
We are very sorry that you feel this way and we appreciate that you have had some major maintenance issues this year.
The leak issue that you experienced in your 2nd bathroom turned out to be a much more serious issue than first thought. We appreciate that you have had to wait a long time to get the issue resolved, this is partly due to needing a builder unexpectedly due to uncovered damage and a faulty shower tray being delivered twice. . We also appreciate that there has been some miscommunication as we gave contractors your number to request access, but you were away and were unable to answer or respond to the calls. We value our contractors and do not blame them, but we have asked them to be mindful of giving the required 24 notice to tenants before coming into the property, even if the works they are doing is ongoing, as you had raised this. All of the works orders sent out to contractors have a contact number for tenants so that the contractor can arrange access directly with the tenants.
When we realised that the work was going to be intrusive, we arranged for you all to receive a goodwill gesture from the landlord, even though there were only 2 people living in the property at the time. After our conversation the other day, we also agreed to approach your landlord again to see if a further goodwill gesture can be given and we will continue to work towards getting the issue resolved.
I understand there were some difficulties as the beginning of your tenancy as you raised some maintenance with your washing machine , but then unfortunately there was covid in the house and contractors were unable to attend.
We wish you all the best for the future.
★★★★★ 5/5
GoogleThank you to Townsends for the support received throughout the duration of my tenancy. Communications were addressed promptly and I have been very satisfied with service provided.
Lucy · 30 June 2025
Agent replied · 29 August 2025
Thank you Lucy for your lovely review. You were a great tenant and we were very sad to see you go.
★★★★★ 2/5
GoogleAll my friends have had a horrible experience with Townsend and I thought we would be okay since during the year they had been good at responding to us and dealing with our issues in the house. They were also always commending us on how clean the house was during every inspection.
However the real issue comes when you leave. When we first came to the house, it wasn't super clean but we had no issue with cleaning it ourselves. There was stains in the cupboard, rubbish left in the garden and the rooms were extremely dusty and window sills were mouldy and gross. But we decided to clean it ourselves as we did not think it was such a big deal. Yet when when we left, they felt it necessary to charge £75 to clean the house, for tiny crumbs on the work top, the same window sills we came into the house with and a streaky mirror by the cooker which was greasy when we first arrived.
This agency makes their money by charging students and the end of the year for "cleaning" at the end of the year. Don't sign a contract with them because they are deceitful and sneaky and think they can get away with it because they are dealing with students.
Sadia · 26 March 2021
Agent replied · 31 May 2023
Dear Sadia, I would like to understand more about your experience. If you'd be kind enough to email me student@townsends.co
We try to keep costs down and you only get the invoices from the contractors, after reviewing the photos from before and after your tenancy, I'm afraid that the cleaning costs are justified. Also where effort was made and therefore item such us professional oven cleaners were not required. I can't put photos on here but will happily forward these over to you.
Regards
Matt Townsend
★★★★★ 5/5
GoogleMy 80 year old Mum is just about to take on a tenancy with Townsend. From the initial call I made with the company I knew I was dealing with professionals who looked after their clients. My main dealings have been with Dan and Sophie who to me are outstanding employees. They have both been patient and understanding especially when I have been asked to undertake paperwork online(I am not particulary computer friendly) I feel very confident that if my Mum does have any problems that they will be resolved quickly and efficiently.
I wouldn't hesitate in recommending Townsends
Debbie · 26 March 2020
Agent replied · 26 March 2026
Thank you very much for the kind review, hope all goes well with the move, you know where we are if you need us, from all at Townsends
★★★★★ 5/5
GoogleWe have been with Townsend as landlords for over 10 years and have always been happy with their services as a letting agent but when we came to sell recently we had our first experience of them as estate agents. I have to say that this has been a good experience from our first dealings with Anna through to the day to day handling of our sale by Dan; we have always been kept informed of what was happening and never had to chase them for answers. If we did raise queries they were answered promptly and efficiently and nothing was too much trouble even to the extent of taking final meter readings for us on the day we completed ! All of this with fees a lot lot cheaper than other agents in the area. Thanks to Matt and all his team, we heartily recommend them.
Robert · 26 March 2020
Agent replied · 31 May 2023
Thank you very much for your lovely comments, you were a pleasure to work for!
★★★★★ 5/5
GoogleGot a great property to rent through Townsend, always such a quick response when jobs are needed doing on our place (freezer, boiler etc)
Recently our current landlord decisioned to sell our property meaning we would have to leave.
Luckily we had Roger from Townsend who took our case in such a professional and courteous manner; my partner is heavily pregnant (due in a few days of writing this) and he was extremely considerate regarding this.
End result was that another landlord has purchased our property so can stay where we are for the future.
I would highly recommend Townsends as they really look after their tenants; I don’t know about others experiences but for us they have been perfect, easy to communicate with and understanding about our personal life situations.
Nathan · 26 March 2020
Agent replied · 31 May 2023
Hi Nathan, thank you so much for taking the time to write this review. We do try our hardest to sell tenanted properties to our large portfolio of landlords and fortunately it worked well in your case. Best wishes to your family, All @ Townsends.
★★★★★ 5/5
GoogleMy 80 year old Mum is just about to take on a tenancy with Townsend. From the initial call I made with the company I knew I was dealing with professionals who looked after their clients. My main dealings have been with Dan and Sophie who to me are outstanding employees. They have both been patient and understanding especially when I have been asked to undertake paperwork online(I am not particulary computer friendly) I feel very confident that if my Mum does have any problems that they will be resolved quickly and efficiently.
I wouldn't hesitate in recommending Townsends
DEBBIE · 1 June 2019
Agent replied · 31 May 2023
Thank you very much for the kind review, hope all goes well with the move, you know where we are if you need us, from all at Townsends
★★★★★ 5/5
GoogleMy partner and I were looking for a long term rental and were really struggling to find a place that allowed dogs. Archie was such a great help in our search and provided lots of useful suggestions and information. Pretty much every other …
Ben · 22 April 2025
★★★★★ 5/5
GoogleTownsends managed a property for two and a half years, until I sold it, and did a very efficient job. They were responsive to any items which required sorting out and have a reliable group of trades-people for just about any task, who were …
John · 22 April 2025
Agent replied · 29 August 2025
Thank you very much for the review John
★★★★★ 5/5
GoogleHad a very good experience with Townsend over the years, both as a student and professional whilst living in Falmouth. Sophie and Bracken have always been very helpful and responsive. I would defiantly go through Townsend again!
Jake · 15 April 2026
★★★★★ 5/5
GoogleTownsends made selling my house super easy. They were professional and efficient with getting it listed and sold quickly. They also kept the sale moving along. Roger was brilliant from start to finish. Highly recommend and when the time comes to move on again I'll definitely use Townsends.
Rachel · 26 March 2021
Agent replied · 31 May 2023
Thanks Rachel, it was a pleasure selling the house for you. If you need us in the future, please don't hesitate to get in touch.
★★★★★ 3/5
GoogleThey tried to charge us £150 for 'rubbish removal and cleaning services' when we left, despite our house being completely spotless and far cleaner than when we moved in, and having no evidence for these charges. We also had constant problems with water leaking through the ceiling which the landlord who lived hundreds of miles away refused to fix until it began pouring through. My bedroom also had no fire door seperating it from the annexe kitchen behind. There was just two wooden doors with lumps of flammable polystyrene between them and a 4 inch gap between the door and frame. Despite constant complaints this was never fixed and I had to nail the loose door to the wall myself to stop it falling on me in my sleep.
Communication with Townsend was very good and polite but no use trying to get anything fixed if you're a student, their landlords just fob you off despite making £2000+ off each house ( we paid 400-425 per room) Still one of the best student agencies and houses in Falmouth which says a lot...
Hol · 26 March 2020
★★★★★ 5/5
GoogleVery impressed with how helpful these guys have been! Currently renting a property, we've received a quick response whenever we had any minor issues at our flat, and everyone there is friendly and professional. Heartily recommended.
James · 26 April 2025
Agent replied · 15 January 2026
Thank you James for your review, it is much appreciated.
★★★★★ 4/5
GoogleI found myself with Townsend due to them taking over my previous estate agents. I had a decent amount of viewings and got a sale secured in a reasonable time. This fell through at the last minute due to a problem with the house but Dan managed to find a cash buyer and eventually we got there. Dan was spot on in communication and did his best to get things moving. The only slight thing that disappointed me was the fact they wouldn’t honour the special offer I had agreed with the previous estate agent and conveniently the paperwork was lost. If it wasn’t for this I would have left 5 stars.
Steven · 26 March 2019
★★★★★ 5/5
GoogleReally was well looked after from start to finish. Was made to feel very valued on every property inspection and was treated kindly and fairly when I needed some assistance with moving which required dipping into my deposit.
Nothing was done underhandedly when they realised i wasnt able to return and complete the last part of the checkout . They took care of it all and made it all easy and calm for me.
Of all the agencies I have dealt with through living nationwide because of work, these were not the biggest and not the most professional (on terms of corporate blandness), but they were by far the most approachable and kind.
I would not hesitate to use them again when I return to the area.
Alex · 26 March 2019
★★★★★ 1/5
GoogleThe single WORST letting agents I have ever had the displeasure to come across.
I moved from up country having no time to view the place and when I arrived they …
Lauren · 22 April 2025
Agent replied · 15 January 2026
Dear Lauren,
I am disappointed to read your review. … More
★★★★★ 4/5
GoogleI have let a property via Townsends for a number of years. It has always been let and I have found them to be responsive and helpful when repairs are needed.
Smithbot · 26 February 2026
★★★★★ 1/5
GoogleMy daughter approached Townsends to view a property in Falmouth for her final year at Uni. Townsends would not consider an application unless the prospective tenant viewed the property. …
Andrew · 22 April 2025
Agent replied · 29 August 2025
Dear Andrew,
We appreciate that you feel frustrated that Hannah was not successful with her … More
★★★★★ 5/5
GoogleWe are very pleased with Townsends services. All issues are promptly dealt with by the very helpful and efficient staff.
Peter · 30 July 2025
Agent replied · 29 August 2025
Thank you Mr Morgan for your lovely review, it is much appreciated.
★★★★★ 5/5
GoogleA great agency. Very helpful and friendly and acted on issues quickly with little fuss. They were great when I was a tenant and also when purchasing my property.
Alan · 16 April 2025
Agent replied · 15 January 2026
Thanks so much Alan! Your kind words are much appreciated
★★★★★ 1/5
GoogleUpdate to response
My child was a tennant through your agency, I was guarantor.
The students had a large amount of their deposit withheld, for cleaning fees, …
Lilly · 22 April 2025
Agent replied · 22 October 2024
Dear Lilly,
I am shocked and dismayed to read your review. We have reviewed all of our properties and can confirm that we do not manage ANY 2 bedroom student houses. … More
★★★★★ 5/5
GoogleWe recently found a new flat to rent through Townsends. Will showed us around a number of properties and then organised the contract with the place that we were lucky enough to get. He was friendly, approachable and really helpful at all times, which was very re-assuring given the stressful nature of the housing market recently! Thanks Will!
Dan and Abi
Dan · 26 March 2022
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
